Customer Service Excellence: (The Moment of Truth)

Program overview:

In today’s businesses and in particular, the service industry, three factors work individually and in combination to make organizations reconsider the way they do business. These are: sophisticated customers’ needs, intense competition, and the pace of change. Quality customer care is leading this change! Each day of every week, of every month and of every year, customers come into contact with various transactional points of the service and make a silent judgment – they fill out a mental “report card” on the way they are treated. Each report card is a “moment of truth”. Organizations that provide satisfying services and quality products will always be remembered and rewarded in the following ways: Improved Customer Retention, Increased Business Growth, and Enhanced Self and Organizational Image.

 For whom:

Customer service representatives, technical and support personnel, field service representatives, call centers officers / managers, account managers, as well as managers who want customer service training in order to reinforce their skills and train their own staffs

 Learning objectives:

At the end of the program, participants will be able to:

• deliver better, faster service and increase customer satisfaction;
• learn how to gain repeat businesses;
• explain what customer expectations are;
• increase their credibility with customers and add value to the organization;
• manage stressful situations more effectively; and
• recognize the signals of customer irritation and how to respond appropriately and assist in quickly finding a workable solution to customer’s problem.

 Course outline:

 Day 1: Why Customer Satisfaction: An Overview

• The benefits of excellent service
• What do Customers Want?
• Focusing on customer service success
• How customer service creates revenue
• Team Building/” Customer Sensitivity” Exercise
• Making the Paradigm Shift – Creating a

 “Customer Sensitivity” Work Culture

Day 2: The “Moment of Truth”

• Responding effectively to specific customer behaviours

• Personal Service Habits

• Managing customer expectations by personality style

• Customer Service and Telephone Tips
• Dealing with difficult customers
  • Why customer satisfaction is based on perceptions

• Selected Exercise/Group Discussions

 Training Methodology

Lectures, discussions, exercises, and case studies will be used to reinforce these teaching/learning methods.